25 meilleures offres (director of customer service, columbus) (à pourvoir)

Director, Customer Experience
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Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : director of customer service (columbus)

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Director, Customer Experience

BGIS
Markham, ON

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Détails du poste

Temps plein

Compétences

Gestion de programme
PMP
Gestion du changement
Amélioration continue
Analytique des données
Expérience utilisateur
Leadership
Compétences en communication

Description complète du poste

SUMMARY

The Director, Customer Experience (CX) is responsible for leading the strategic planning, development, and execution of customer experience programs across client accounts. This role ensures that all integrated facility management services, projects and initiatives are delivered through a customer-centric lens, driving measurable improvements in user experience, service performance, and occupant experience outcomes.

The Director, Customer Experience (CX) oversees the delivery of programs and projects that enhance end-user satisfaction, service accessibility, and effectiveness, while ensuring alignment with BGIS processes and client contractual requirements. This includes integrating experience data (voice of customer, service performance, occupant insights) into decision-making and continuous improvement initiatives. This role is also accountable for leading cross-functional teams, embedding CX principles into service delivery, and driving innovation across BGIS.

KEY DUTIES & RESPONSIBILITIES

Customer Experience Leadership

Champion a customer-first culture across all service lines.
Define and implement Customer Experience (CX) strategies, frameworks, and service standards aligned to client expectations and contractual KPIs.
Lead Voice of Customer (VoC) programs, including surveys, feedback loops, and service performance insights.
Translate client and end-user feedback into actionable service improvements and program enhancements.
Partner with account and operations teams to implement experience-driven service design, journey mapping, and service optimization initiatives.

People Leadership

Full involvement with recruiting talent.
Provides mentoring, coaching and guidance to all team members.
Objectively recommends compensation adjustments.
Manages all aspects of performance.

Change Management & People Development

Lead, coach, and develop a team focused on service excellence and customer experience delivery.
Build team capability in CX methodologies, data-driven decision-making, and service design principles.
Drive performance management aligned to both operational KPIs and customer experience outcomes.

Program & Service Delivery Management

Oversee the delivery of customer service principles in the delivery of integrated facilities management
Integrate Customer Experience (CX) principles into end-to-end service delivery, including service design, mobilization, steady-state operations, and continuous improvement initiatives.
Embed CX considerations into program and service governance, including planning, execution, performance monitoring, and post-implementation review.

Innovation & Continuous Improvement

Drive innovation in customer experience delivery, including:
Digital experience enhancements
Data-driven service optimization
Process improvements across IO service lines
Identify operational efficiencies that improve both client experience and cost performance.

Client Relationship & Business Development

Effective and proactive communication with all relevant concerned parties including account team members, clients, contractors, and industry bodies (as required) to ensure client satisfaction and BGIS’s success.

Reporting, Insights & Performance Management

Develop and maintain CX dashboards and reporting frameworks, integrating:
- Service performance metrics
- Customer satisfaction data
- Operational KPIs
Analyze trends across customer feedback, service delivery, and occupancy data to inform decision-making.
Ensure reporting supports both client governance requirements and continuous improvement initiatives.

KNOWLEDGE & SKILLS

Strong expertise in Customer Experience (CX), service design, or customer experience programs.
Advanced project and program management capabilities.
Experience with data analytics, KPI development, and performance dashboards.
Strong knowledge of outsource service provider and/or IFM service delivery models
Experience working with government clients.
Proven ability to translate customer insights into operational improvements.
Excellent stakeholder management and communication skills.

Licenses and/or Professional Accreditation

Project Management accreditation (PMP or equivalent)
Change Management certification (e.g., Prosci) preferred

This is a regular, full-time position with a salary range of $110,770 - $138,463 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education, professional designations and performance related to this role.

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Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : director of customer service (columbus)

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